We performed a comparison between Amazon Connect and Cisco Webex Contact Center based on real PeerSpot user reviews.
Find out in this report how the two Contact Center as a Service (CCaaS) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Amazon Connect is easy to learn."
"Amazon Connect is really simple, straightforward, and very flexible."
"It is easy for a beginner to learn to use Amazon Connect for the first time."
"There is no technical experience needed to build it. It's easy for beginners to understand and use."
"The solution reduces the overall cost of migration by approximately 50%."
"The best thing about Amazon Connect is that it has everything we need in one place. With other products, we might have to get different tools for different jobs, like recording calls. However, with the tool, it's all there together. Plus, it's cheaper than other options."
"In my experience, one of the tool's most valuable features is its ease of use. Setting up a contact center can be done in just a few minutes with a few clicks. This contrasts with the hours or days it might take using other solutions."
"There are a lot of features with Amazon Connect. One is the pay-as-you-go model. I don't have to buy any infrastructure or servers, licenses, or contracts. From a financial point of view, there's no upfront capital expenditure (capex) cost. Everything is pay-as-you-go."
"I rate the product's scalability a ten out of ten."
"The central management tool, Control Hub, holds significant value for the management team."
"There may be room for security improvement, especially since data is stored in the cloud. While cloud security measures are robust, there may be concerns about data safety compared to traditional server setups."
"Amazon Connect could enhance its service by revising its pricing structure. It operates on a pay-for-call basis. This means that organizations whose call volumes fluctuate, or are heavy at specific times of the day or year, aren't burdened with fixed costs such as hardware liabilities and licenses."
"The product does not have any reporting dashboards."
"The scalability needs improvement."
"One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers."
"For a company with technical resources, it's a great tool. But for someone who wants a pre-packaged solution where everything is ready to use with some customization, it's a little more challenging."
"For enterprises to get maximum use, we often need a dialer system. or example – you have a list of people to call, you load it, and the system automatically dials and connects you without having to manually dial each number. That's the kind of automated outbound dialing feature."
"There are two perspectives to consider: one from the development side and the other from the customer's side. From a development standpoint, there are various aspects that Amazon needs to address, such as providing tools or direct development scenarios in Amazon Connect for building contact flows. Some essential reporting features in Genesys are currently lacking in the product."
"With the solution, I face issues when trying to use the screen share option."
Amazon Connect is ranked 2nd in Contact Center as a Service (CCaaS) with 13 reviews while Cisco Webex Contact Center is ranked 4th in Contact Center as a Service (CCaaS) with 2 reviews. Amazon Connect is rated 8.2, while Cisco Webex Contact Center is rated 9.6. The top reviewer of Amazon Connect writes "Offers good reliability, works well for hybrid environment, totally managed by Amazon but needs to integrate third-party CRM tools like Salesforce". On the other hand, the top reviewer of Cisco Webex Contact Center writes "A low-priced product that offers great scalability options". Amazon Connect is most compared with Genesys Cloud CX, Five9, Avaya IX Contact Center, Cisco Finesse and Zendesk Chat, whereas Cisco Webex Contact Center is most compared with Cisco Finesse, Five9, NICE CXone, Genesys Cloud CX and TTEC Humanify. See our Amazon Connect vs. Cisco Webex Contact Center report.
See our list of best Contact Center as a Service (CCaaS) vendors.
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